Prioritize Conversations

Overview

Effective workload management often necessitates prioritizing conversations to ensure urgent matters are attended to promptly, while less critical issues are handled efficiently. The Live Agent Engine's priority feature enhances this process by enabling you to assign priority levels to each conversation. This functionality simplifies the identification of conversations that need immediate attention from those that can be deferred, optimizing your time and resources.

The four priority levels are:

• Low

• Medium

• High

• Urgent

Set a Priority

1. Find your desired conversation and select it.

2. Click on the priority dropdown in the Actions & Insights column.

3. Select the priority.

4. Once assigned, you can see the priority in the conversation list, as well as an activity in your conversation area.

Filter By Priority

Agents can quickly filter and sort conversations by priority in their dashboard.

1. While in your "All" or "Mine" column, tap the sort icon.

2. Select your status (we recommend "Open" to see your unresolved conversations).

3. Tap the "Order By" dropdown and select "Priority".